Join Our Customer Support Team as a Customer Service Representative

At QuantumID Technologies - SmartKargo, we are committed to delivering exceptional customer experiences. We are looking for enthusiastic and driven Contact Center Agents who are passionate about customer service and thrive in a dynamic, rapid-paced workplace.

Position Details

- Job Title: Customer Service Representative
- Department: Customer Support / Operations
- Employment Type: Full-Time
- Work Model: Hybrid (3 days Work From Office per week)
- Shift Model: 187 rotational shifts
- Weekly Offs: 2 consecutive rotational offs
- Location: Bund Garden, Pune

Role Overview

As a Contact Center Agent, you will be the first point of contact for our customers. You will manage interactions across voice, email, and chat channels while ensuring timely, accurate, and high-quality support aligned with our service standards.

Key Responsibilities

- Deliver excellent customer service through inbound and outbound interactions
- Handle customer queries across voice, email, and chat channels within SLA
- Provide effective issue resolution while maintaining quality standards
- Escalate complex issues to appropriate teams for resolution
- Ensure accurate documentation of customer interactions in CRM systems




- Consistently meet performance benchmarks for quality, productivity, and customer satisfaction
- Comply with company policies, security standards, and operational processes
- Collaborate with cross-functional teams to enhance customer experience

What Were Looking For

- Graduates with strong communication and interpersonal skills
- Customer-centric mindset with problem-solving ability
- Comfortable working in rotational shifts and hybrid setup
- Basic computer knowledge with good typing speed
- Adaptable, dependable, and eager to learn

Preferred Qualifications

- Experience in voice, chat, or email support
- Familiarity with CRM tools and ticketing systems
- Experience working in SLA and KPI-driven environments

Performance Metrics

- Average Handling Time (AHT) / Average First Response Time (FRT)
- Customer Satisfaction (CSAT)
- Customer Service Resolution
- Quality & Productivity Scores
- Schedule Adherence

What We Offer

- Hybrid work opportunity
- Transportation reimbursement (as per company policy)
- Performance-driven work culture
- Learning, upskilling, and career growth opportunities
- Employee engagement and recognition programs

📌 Customer Support Executive - US Process (Pune)
🏢 QuantumID
📍 Pune